THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AT METSKY DINE & LOUNGE BEKASI

Authors

  • Riani P. Ishak Sekolah Tinggi Pariwisata Bogor
  • Nisa Rahmaniyah Utami

DOI:

https://doi.org/10.33830/jelajah.v4i2.3808

Keywords:

Hygiene, Sanitation, Promotion, Purchase Decision, Favela Sunset Cafe

Abstract

 The purpose of this study was to determine and analyze the effect of service quality on customer satisfaction at Metsky Dine & Lounge Bekasi.  This research uses descriptive research with a quantitative approach and simple linear regression analysis method.  The sampling technique uses accidental sampling. The population is all customers who come to Metsky Dine & Lounge Bekasi, while the total sample is 100 respondents based on the Slovin formula.  The results showed that the service quality variable has an effect on customer satisfaction at the Metsky Dine & Lounge Bekasi restaurant. It is hoped that Metsky Dine & Lounge Bekasi will continue to maintain and improve their service quality so customers continue to feel satisfied.

References

Atmodjo, Marsum W. Restoran dan Segala Permasalahannya. Yogyakarta: Andi. 2005.

Bps.go.id. 2021. Bekasi Municipality Tourism and Culture Office. Melalui https://bekasikota.bps.go.id

Canny, I. U. 2014. Measuring the Mediating Role of Dining Experience Attributes on Customer Satisfaction and Its Impact on Behavioral Intentions of Casual Dining Restaurant in Jakarta. International Journal of Innovation, Management and Technology, 5(1), 25- 29.

Ha, J., & Jang, S. S. 2012. The effects of dining atmospherics on behavioral intentions through quality perception. Journal of Services Marketing.

Irawan, Handi D. 10 Prinsip Kepuasan Pelanggan. Edisi Kedua 2002. Jakarta: Elex Media Komputindo. 2009.

Kotler, P., dan Armstrong, G. Prinsip-prinsip Pemasaran. Jakarta: Erlangga. 2012

Kotler, P., & Keller, K. L. Marketing Management (15th ed.). Pearson Education. 2016.

Kotler, P., &. Principle of Marketing (17th edition). USA: Pearson. 2018.

Priyatno, D. Analisis Korelasi, Regresi dan Multivariate dengan SPSS. Yogyakarta: Penerbit Gaya Media. 2013.

Riadi, Muchlis. 2017. Pengertian Jenis dan Sistem Pelayanan Restoran. Kajianpustaka.com.

Santoso, S. SPSSS20 Pengolahan Data Statistik di Era Informasi. Jakarta: PT Alex Media Komputindo, Kelompok Gramedia. 2015.

Sugiyono. Statistika Untuk Penelitian. Bandung: Alfabeta. 2013.

Sofyan Siregar. Metode Penelitian Kuantitatif. Kencana Prenada Group. Jakarta. 2013.

Tjiptono, Fandy. Pemasaran Jasa (Prinsip, Penerapan, Penelitian). Yogyakarta. Andi. 2014.

Tjiptono, Fandy., dan Gregorius, Chandra. Service, Quality & satisfaction. Yogyakarta. Andi. 2016.

Downloads

Published

2022-11-15

How to Cite

Ishak, R. P., & Utami, N. R. (2022). THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AT METSKY DINE & LOUNGE BEKASI. JELAJAH: Journal of Tourism and Hospitality, 4(2), 1–13. https://doi.org/10.33830/jelajah.v4i2.3808